Beyond a Stay: Creating Memorable Guest Experiences with ThinkReservations

Introduction

The Inn on Main, a charming bed and breakfast in Yarmouth Port, Massachusetts, has leveraged ThinkReservations to enhance its operations and guest experiences since 2019. Under the ownership of Chris and Sarah Kennedy, the inn has effectively utilized ThinkReservations' suite of tools to streamline operations and personalize guest interactions.

Background

Established in 2019, the Inn on Main transformed a historic 1790 property into a modern bed and breakfast. The inn features six unique rooms and blends historic charm with contemporary amenities. The Kennedys have focused on creating a "coastal casual vibe" that resonates with their guests.

Why ThinkReservations

When researching property management systems, Chris and Sarah were drawn to ThinkReservations for its ease of use, controllability, scalability, and affordability. Chris, with his IT background, appreciated the system's intuitive interface and robust capabilities.

"ThinkReservations has made everything very easy to do from the computer and my mobile device. The excellent integration with OTAs has streamlined our booking process, allowing us to manage all our reservations efficiently from a single platform," said Chris Kennedy.

Streamlining Operations

ThinkReservations has helped the Inn on Main optimize its operations:

1. Efficient booking management: The system allows easy tracking of reservations, payments, and guest preferences.
2. Task coordination: Scheduling and task management for room turnover is simplified.
3. Inventory management: “I have never had a double booking, ever, in the time we've been doing this, and, and not every property can say that, which is really good, 'cause double bookings are like the worst thing that could ever happen to you”, said Chris.

The role of ThinkMessenger

ThinkMessenger has been a game-changer for the Inn on Main's guest communication strategy. This integrated tool allows the inn to interact with guests via text messaging, enhancing customer service and ensuring guests feel valued throughout their stay.

Key features of ThinkMessenger utilized by Inn on Main:

1. Real-time communication: Enables quick responses to guest inquiries or requests.
2. Customizable templates: Allows for personalized messaging for different scenarios.
3. Scheduled messaging: Automates communication at key points during the guest journey.
4. Integration with booking system: Seamlessly connects guest information with communication tools.

Enhancing guest experience with ThinkMessenger

The Inn on Main has leveraged ThinkMessenger to significantly improve guest experiences:

1. Pre-arrival information: Guests receive welcome messages with check-in details and local recommendations.
2. During-stay communication: The inn uses ThinkMessenger for everything from providing Wi-Fi passwords to offering local dining suggestions.
3. Post-stay follow-up: Automated messages thank guests for their stay and request feedback.

Results and impact

The integration of ThinkReservations and ThinkMessenger has yielded significant results for the Inn on Main:

1. Increased repeat guests: The inn has seen a significant increase in repeat bookings since implementing the system, including guests staying over 20 times in the property.
2. Boost in upsell revenue: Upsell opportunities through the booking engine have led to a 15% increase in additional revenue.
3. Improved efficiency: Staff time spent on administrative tasks has decreased by 30%, allowing more focus on guest interactions.
4. Enhanced guest satisfaction: The personalized communication has contributed to higher guest satisfaction scores and more positive reviews.

The booking engine makes upsells very inviting with pictures and descriptions, making it easy for guests to add them to their reservations. This has directly contributed to an increase in revenue for properties like the Inn on Main.

Conclusion

The Inn on Main's success story demonstrates how a historic property can leverage modern technology to enhance guest experiences and streamline operations. By embracing ThinkReservations and ThinkMessenger, the Kennedys have created a personalized, efficient, and memorable stay for their guests, setting a new standard for bed and breakfast experiences on Cape Cod.